They are more responsive on the Discord channel. I've talked with a few of their support people and am hardly a paying user.
Paid $2400 to Cloudflare, support refuses to help
11–20 of 31 posts
Re: Paid $2400 to Cloudflare, support refuses to help
#12Hi. I am sorry about this issue. Can you email dane@cloudflare.com, and it will get resolved? I am also working on more systematic fixes for when customers get into this situation.
The more systematic fix is to make paying customers speak with actual humans, rather than buggy AI
Re: Paid $2400 to Cloudflare, support refuses to help
#13Namecheap support immediately refunded when I mentioned them I made a typo in the domain i bought.
Re: Paid $2400 to Cloudflare, support refuses to help
#14Hi. I am sorry about this issue. Can you email dane@cloudflare.com, and it will get resolved? I am also working on more systematic fixes for when customers get into this situation.
Escalating to a human in a time-appropriate manner seems like what people are asking for.
Re: Paid $2400 to Cloudflare, support refuses to help
#15> All support tickets are closed automatically by their "AI" which points to the same article that says open a ticket.
Maybe just have a script follow this infinite loop?
Re: Paid $2400 to Cloudflare, support refuses to help
#16Hi. I am sorry about this issue. Can you email dane@cloudflare.com, and it will get resolved? I am also working on more systematic fixes for when customers get into this situation.
Thanks, email sent.
Re: Paid $2400 to Cloudflare, support refuses to help
#17Namecheap support immediately refunded when I mentioned them I made a typo in the domain i bought.
That's great. I don't even want to change a domain registration, just need to add an existing domain to Cloudflare.
Re: Paid $2400 to Cloudflare, support refuses to help
#18You should ask an AI to help you file a chargeback.
Re: Paid $2400 to Cloudflare, support refuses to help
#19This would be an excellent use of small claims court; you want paid-for service provided and they’re giving you the phone-tree runaround. The court would prefer a settlement be reached before trial and their legal team will have no trouble bypassing their support AI to get a ticket opened.
Unfortunately that won't work. Most companies now have an arbitration clause meaning that you can't take them to small claims court.
Had a similar situation happen with another company. Went to take them to small claims but the judge threw it out because of the arbitration clause. We then spent months and many resources but were unable to continue because we couldn't successfully contact their arbitrator to proceed with the dispute. Long story short, we wrote it all off as it was becoming too expensive both with time and resources.
This is all by design, and admittedly, a clever way for companies to do what they do.
Re: Paid $2400 to Cloudflare, support refuses to help
#20Hi. I am sorry about this issue. Can you email dane@cloudflare.com, and it will get resolved? I am also working on more systematic fixes for when customers get into this situation.
Thanks Dane!